As the Incident Manager you will use your excellent negotiation and problem solving skills by owning and managing major incidents, including documenting major incident reports and lessons learned ensuring identified actions are completed.
You will also support service desk team members by being the point of escalation for major incidents and ensuring accurate, detailed information about technical incidents is collected and logged.
The successful candidate will build strong relationships with key stakeholders and suppliers, ensuring users are provided with updates on the status of technical incidents, service requests and problems. You will also be responsible for implementing and maintaining changes to IT support operating models, reflecting the strategy set by the Lead Incident Manager.
About the role
As a senior member of the DDAT IT Operations Support team, you will play a key role in the provision of service support at the Home Office, supporting vital national infrastructure and Home Office services.
You will support a user-base of 35,000+ Home Office users, over 400+ public-facing services used by millions, and diverse critical business areas including UK Visa & Immigration, Border Force, HMPO and policing.
You will be part of an IT Operations team focused on providing an industry-leading approach to technical estate management, exploiting the latest technologies, techniques and service management best practices to provide innovative solutions for real-time service support.
You will work closely and build relationships with other DDAT technical support teams, business areas and suppliers. You will also get the opportunity to learn about the variety of delivery and support approaches in place at the Home Office including Agile delivery and DevOps.
Your main day to day responsibilities will be:
• line-managing Incident Management team-members, supporting with and ensuring the effective management of technical incidents in line with incident management processes
• ensuring accurate, detailed information about technical incidents is collected and logged in order to provide the relevant information to the appropriate DDAT support teams and to facilitate service and management reporting
• providing a point of escalation for Service Desk team members and junior Incident Managers
• owning and managing major incidents, including documenting major incident reports and lessons learned in a timely manner; and ensuring identified actions are completed
• implementing and maintaining any changes to IT support operating models, reflecting the strategy as set by the Lead Incident Manager
• ensuring users are provided with updates on the status of technical incident, service requests and problems
• building and maintaining relationships with other DDAT leaders and senior supplier contacts
Other day to day activities
You will also be expected to carry out the following day to day activities:
• driving a culture of continual service improvement, encouraging team-members to identify and highlight incident management process and procedure improvements
• liaising with Problem Management to support root cause analysis activities
• ensuring incident management reports and analysis are produced and shared as required
• supporting initiatives to improve IT Operations services, including research and testing of the latest IT Operations technologies (e.g. virtual agent functionality) and processes to further improve IT Operations services
• supporting the onboarding of new / updated services as required, undertaking the necessary training to upskill in the support of the new services
• supporting the onboarding of new / updated services as required, ensuring IT Support teams undertake the necessary training to upskill in the monitoring and support of the new services
• undertaking knowledge management activities: identifying, controlling and storing any relevant information, and maintaining knowledge items to ensure that they are current, relevant and valid
• sharing knowledge and expertise with others, coaching and line managing team members as required
• undertaking appropriate training for the role and seek to constantly improve performance through personal development
• participating, contributing to and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice
Skills and experience
The skills listed above are reflective of the Home Office DDaT Profession Skills and Competency Model (based on the industry standard SFIA framework). Please see below for the relevant skills required for your role:
Category Subcategory Skills Senior Incident Manager
Strategy and Architecture Business Strategy and Planning Knowledge Management (KNOW) 2
Delivery and Operation Service Operation Incident Management (USUP) 4
Delivery and Operation Service Operation Problem Management (PBMG) 3
Delivery and Operation Service Operation IT Infrastructure (ITOP) 3
Delivery and Operation Service Design Service Level Management (SLMO) 3
Relationships and Engagement Stakeholder Management Customer Service Support (CSMG) 3
You’ll have a demonstrable passion for IT support, with the following skills or strong experience in:
• performing a similar role within the Civil Service or at other organisations
• experience of developing and adhering to ITIL v3 / v4 service management processes and procedures
• strong communication and interpersonal skills, with a proven ability to communicate effectively and professionally
• ability to lead and work as part of a team and to engage effectively with suppliers and customers
• excellent analytical and problem-solving skills
• strong sense of ownership and drive to follow tasks through to completion
• deeply customer-focused
Ideally you will also have the following skills or some experience in:
• business relationship management
• commercially and contractually astute to inform supplier management activities
• understanding of Lean, Agile and DevOps principles within a Product-centric delivery model
• experience of working within an IT service management/SIAM environment
• good general knowledge of IT hardware and software
• ITIL v3 / v4 foundation
We'll assess you against these behaviours during the selection process:
· Changing and Improving
· Making Effective Decisions
· Managing a Quality Service
• A Civil Service pension
• 25 days annual leave (rising to 30 after 10 years’ service in the Home Office) plus 1 additional day for the Queen’s Birthday and 8 bank holidays
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• Career Progression - learning and development tailored to your role
Things you need to know
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.
People working with government assets must complete basic personnel security standard checks.
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours and Experience.
As part of the application process you will be asked to complete a CV and Personal Statement (Max Word Limit: 500).
Further details around what this will entail are listed on the application form.
Please note that your CV and personal statement must demonstrate evidence of the essential criteria to progress through the application process.
An initial sift of your CV and personal statement will be conducted against the essential criteria.
The applicant(s) that meet the essential experience and skills assessed at sift stage will be invited to interview. Applicant(s) who are invited for interview will be assessed against their Experience and Behaviours.
Sift and Interview dates
Sift will be conducted week commencing 13th August 2020
Interviews will be held week commencing 31st August 2020 (subject to change) and will be conducted via Skype for Business
Please read the essential skills for this position carefully. We will only consider those who meet the listed requirement.
If you have previously made an unsuccessful application for a role with the same essential skills and are not able to demonstrate how you have developed these skills since your last application please reconsider applying as your application is unlikely to be successful.
A reserve list may be held for a period up to 12 months from which further appointment may be made.
We are an equal opportunity employer and value diversity and inclusion at the Home Office. We are committed to creating a welcoming, inclusive workplace where all our people are able to bring their whole selves to work and perform at their best. We recognise the importance of diversity to delivering our critical agenda and are committed to ensuring our department is representative of modern Britain. We are flexible, skilled, professional and diverse.
We were the first organisation to be ClearAssured in recognition of our work to recruit and retain disabled staff and are a Disability Confident Leader. We are proud to be the most ethnically diverse department in the Civil Service. We ranked 64 in the top 100 of the Stonewall Workplace Equality Index in 2020 and 54 in the Social Mobility Foundation’s top 75 employer index 2019. We supported research led by the University of Cambridge on gender inclusivity and the significance of men and women collaborating to promote gender inclusivity.
Working for us is interesting and varied, and gives you the chance to make a real difference to people's lives.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.
For further information please see the attached notes for candidates which must be read before making an application.
Existing Civil Servants should note that some of the Home Office terms and conditions of employment have changed. It is the candidate’s responsibility to ensure they are aware of the Terms and Conditions they will adopt should they be successful in application and should refer to the notes for candidates for further details.
Transfer Terms: Voluntary.
If you are invited to an interview you will be required to bring a range of documentation for the purposes of establishing identity and to aid any pre-employment checks.
Please see the attached list of Home Office acceptable ID documents.
Any move to the Home Office (HO) will mean you will no longer be able to carry on claiming childcare vouchers.
If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via HOrecruitment.email@example.com as soon as possible before the closing date to discuss your needs
Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a language service professional